Sep 2024 – Apr 2025 · 7 mos · Noida, Uttar Pradesh, India · On-site

•  Provided round-the-clock global support for Adobe Sign, handling a wide range of technical and integration issues from
• enterprise customers across EMEA, AMER, and APAC regions.
•  Delivered end-to-end support for Adobe Sign API integrations, helping clients connect the platform with CRMs like
• Salesforce, Workday, and custom in-house systems. Used Postman extensively to simulate requests, validate payloads,
• and debug API failures.
•  Guided IT administrators through the setup and configuration of Adobe Admin Console, including integration with Azure
• Active Directory (AAD) for user provisioning, license management, and single sign-on (SSO) setup.
•  Used internal diagnostic and troubleshooting tools including Hendrix, C41e, Adobe Admin Console, and Adobe Sign itself
• to replicate customer environments, identify root causes, and deliver precise resolutions.
•  Worked closely with cross-functional teams such as product engineering and escalation teams to resolve complex bugs
• and feature requests impacting enterprise clients.
•  Maintained detailed and structured case documentation, including logs, resolution steps, escalation notes, and followup actions—ensuring compliance with internal process guidelines and SLA commitments.  Partnered with customers' technical teams during on-boarding and complex rollouts, offering proactive guidance,
• integration best practices, and post-deployment support.
•  Achieved the highest Customer Satisfaction (CSAT) scores in Q4 2024 and Q1 2025, demonstrating a strong customerfirst mindset and technical problem-solving capabilities.

Nov 2022 – Jan 2024 · 1 yr 2 mos · Remote

• Delivered comprehensive technical support to users of the Cint Marketplace platform, addressing and resolving technical issues across different shifts.
• Acted as the first point of contact for platform-related problems, providing timely and effective solutions to enhance user experience.
• Managed and optimized data using Power BI, including data extraction, transformation, and loading (ETL) processes.
• Data Management: Utilized Power BI to manage and analyse large datasets, ensuring data accuracy and relevance.
• Created dynamic dashboards and interactive reports to provide actionable insights and facilitate data-driven decisions.
• Developed scripts to automate data extraction, transformation, and analysis tasks.
• Report Generation: Generated detailed daily and ad-hoc reports using Power BI, summarizing key performance indicators (KPIs) and trends to assist clients and internal stakeholders.
• Insight Development: Analysed data trends and patterns to identify opportunities for improvement and provide strategic recommendations to enhance platform performance and client satisfaction.
• Ticket Management: Created and managed technical tickets in Salesforce, translating client requirements and reported
• issues into actionable tasks. Classified and prioritized issues based on severity and impact.
• API Debugging: Conducted debugging and troubleshooting of API integrations using Postman and Kibana. Monitored API
• performance and resolved integration issues to ensure seamless operation.
• Continuous Improvement: Participated in continuous improvement initiatives, contributing ideas and solutions to enhance platform functionality and data processes.
• Feedback Integration: Collected and analysed client feedback to inform platform enhancements and process improvements.

Jul 2021 – Jan 2022 · 6 mos · Gurugram, Haryana, India · Remote

• Data Handling: Utilized SQL to manage and manipulate large datasets, performing complex queries to extract, analyse, and validate data. Ensured data accuracy and integrity for reporting and decision-making purposes.
• Data Analysis: Conducted detailed data analysis to identify trends, anomalies, and opportunities for improvement. Developed actionable insights to support business objectives and client needs.
• Report Creation: Developed and maintained regular and ad-hoc reports using Power BI, presenting key metrics and performance indicators to stakeholders. Ensured reports were accurate, timely, and aligned with client requirements.
• Visualization: Created visualizations to simplify complex data and highlight important trends. Enabled stakeholders to make data-driven decisions through clear and effective presentation of data.
• Salesforce Utilization: Leveraged Salesforce for data management, including data entry, tracking, and reporting. Translated client requirements into actionable tasks and managed technical tickets to ensure timely resolution.
• Integration Support: Assisted in the integration of data systems and tools, ensuring seamless connectivity and functionality. Provided support for data flow and integration issues.
• Achievements:
• Improved Reporting Efficiency: Streamlined reporting processes using Power BI, reducing the time to generate reports by 25% and enhancing the accuracy of data visualizations.
• Enhanced Data Accuracy: Implemented data validation procedures that improved the accuracy of data reporting and reduced error rates by 20%.
• Client Satisfaction: Received positive feedback from clients for effectively resolving data issues and providing clear, actionable insights that supported their decision-making processes.